'Being prepared' – AWS cloud solution for Priceline

The global travel company Priceline, part of Booking Holidays, experienced a three-times increase in call volume at the onset of the COVID-19 pandemic. As thousands of travellers flooded the customer contact centre to cancel or rebook their itineraries, wait times to speak to an agent became excessively long.

For a traditional contact centre, this would have been an insurmountable challenge, but because Priceline had already used Amazon Web Services (AWS) to create a modern cloud contact centre solution using Amazon Connect - an omnichannel cloud contact centre - the company was prepared.

Priceline was able to handle the spike in demand by rerouting calls and quickly implementing new features to reduce backlogs. The solution also enabled Priceline's agents to work safely from home without sacrificing quality customer service, and positioned Priceline to continue to provide exceptional service in the long run.